Ultimate Question Driving Good Profits and True Growth

ISBN-10: 1591397839

ISBN-13: 9781591397830

Edition: 2006

List price: $32.95
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Description: Based on extensive research, 'The Ultimate Question' shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation.

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Book details

List price: $32.95
Copyright year: 2006
Publisher: Harvard Business Review Press
Publication date: 3/1/2006
Binding: Hardcover
Pages: 224
Size: 6.25" wide x 9.25" long x 1.00" tall
Weight: 1.342
Language: English

Fred F. Reichheld is a director of Bain & Co., a consulting firm in Boston. His books include The Loyalty Effect (1996), Loyalty Rules! (2001), The Ultimate Question: Driving Good Profits and True Growth (2006) and The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (2011).

Bad profits, good profits, and the ultimate question
The measure of success
How the net promoter score (NPS) can drive growth
The enterprise story - measuring what matters
Why satisfaction surveys fail
The rules of measurement
Design winning customer strategies
Deliver - building an organization that creates promoters
Develop a community of promoters - by listening
One goal, one number
The linkage between NPS and growth
Winners and sinners for selected U.S. and U.K. industries
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